546 Performance Review Jobs - Page 22

SBM BANK (INDIA) LIMITED is looking for Branch Operations Professional to join our dynamic team and embark on a rewarding career journey Operations Management:Oversee and manage all aspects of daily branch operations Develop and implement efficient operational processes to improve productivity and reduce costs Monitor and analyze operational performance, identifying areas for improvement Customer Service:Ensure a high level of customer satisfaction by addressing inquiries, concerns, and resolving issues promptly Train and supervise staff to deliver excellent customer service Implement customer service standards and guidelines Team Leadership:Recruit, train, and supervise branch staff Set performance goals and conduct regular performance reviews Foster a positive and collaborative work environment Compliance and Risk Management:Ensure compliance with company policies, industry regulations, and legal requirements Implement risk management practices to safeguard the branch and its operations Financial Management:Monitor and manage branch budgets Work towards achieving financial targets and key performance indicators Provide financial reports to senior management Sales Support:Collaborate with the sales team to achieve revenue targets Implement strategies to cross-sell and upsell products or services Monitor sales performance and provide support as needed Communication:Establish effective communication channels within the branch and with other departments Communicate company policies, updates, and changes to the branch team Technology and Systems:Utilize and optimize technological tools and systems to enhance operational efficiency Stay updated on industry trends and advancements in technology

NUTRIS CROP SOLUTIONS INDIA PVT.LTD is looking for TL - TEAM LEADER to join our dynamic team and embark on a rewarding career journey Managing the day-to-day activities of the team. Motivating the team to achieve organizational goals. Developing and implementing a timeline to achieve targets. Delegating tasks to team members. Conducting training of team members to maximize their potential. Empowering team members with skills to improve their confidence, product knowledge, and communication skills. Conducting quarterly performance reviews. Contributing to the growth of the company through a successful team. Creating a pleasant working environment that inspires the team

About The Role : In Scope of Position based Promotions (INTERNAL only) Job TitleNon-Financial Risk Appetite Framework Execution Corporate TitleAssociate LocationMumbai, India Role Description This position is within Non-Financial Risk Management (NFRM) - 2nd line of defence (LOD) and a part of the Chief Risk Officer (CRO) function of the Bank. The Non-Financial Risk Management (NFRM) function works across the Bank to ensure that the non-financial risk exposure is adequately managed in-line with the group wide risk appetite and the NFRM framework. This role sits within the NFRM Framework, Execution & Transformation Team which is responsible for the design, development and implementation of NFRM framework policies, processes and systems across Deutsche Bank and interacts with multiple stakeholders across the firm (1LOD, 2LOD and 3LOD). Risk Appetite defines the level of risk that DB is willing to assume to achieve its strategic objectives. Non-Financial Risk Appetite is a subset and defined via Qualitative and Quantitative measures. The Non-Financial Risk Appetite execution team primarily focuses on the implementation and embedding of the banks Non-Financial Risk Appetite framework. This role is key to the rolling out and embedding the new Non-Financial Risk Appetite Framework which is a focus of both FED and JST commitments in 2025 and 2026. It focuses on the governance of non-financial risk appetite, including Operating Conditions, Residual Risk Zones and maintaining the metrics inventory.This requires regular engagement with the various stakeholders to update the risk appetite and ensure it is set, recorded, and monitored appropriately.The role is a combination of ad hoc analysis, system testing and monthly RTB updates to ensure the publication of the risk appetite information. What we'll offer you As part of our flexible scheme, here are just some of the benefits that youll enjoy, Best in class leave policy. Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and above Your key responsibilities Governance of the Metric Inventory this includes regular engagement with various stakeholders to update latest changes, performing reviews / read across to identify data issues or inconsistencies, periodic publication, and ongoing query resolution Periodic reporting and publication of Risk Appetite breach monitoring dashboards including analysis to call out data gaps, development and maintenance of divisional mailing lists and inventory of past published reports Maintenance and publication of Residual Risk Zones inventory (which is a measure of Risk Appetite) this also includes the associated systems testing to ensure alignment Involvement in the system testing (User Acceptance Testing) and raising gaps/observations with escalations where appropriate - to ensure that tooling facilitates execution and is aligned to the framework requirements Involvement in pilot testing for tactical and strategic tooling solutions being considered for execution of various risk appetite components Creation and maintenance of the Non-Financial Risk Appetite Directory an inventory of all the risk appetite measures defined as part of the annual setting process as well as any ad-hoc updates Updating and maintaining the SharePoint pages and content pertaining to Risk Appetite execution Support to team members in case of urgent deliverables/projects or regulatory/auditory reviews Support on development of presentations, training/guidance materials Stakeholder engagement across the bank including 1LoD, RTCs, technology partners, external consultants, NFRM members Support execution efforts through presentations / trainings to internal team members, at NFRA execution calls, at NFRM fora, etc. on Risk Appetite related topics Your skills and experience 4+ years of experience in Operational Risk management with working knowledge of framework components (preferably at a financial institution) Existing experience / knowledge of Risk Appetite is an added advantage Ability to develop and maintain complex Excel driven tools to support reporting, analysis etc. Experience in Excel macros is beneficial Experience of working with GRC tools is an added advantage Analytical mindset with problem-solving skills and willingness to learn new things Strong stakeholder engagement skills and ability to engage across global as well asdiverse group of team members and cross functional stakeholders Excellent spoken and written communication skills Proficiency in using other Microsoft Office products including SharePoint, PowerPoint, and Word How we'll support you Training and development to help you excel in your career. Coaching and support from experts in your team. A culture of continuous learning to aid progression. A range of flexible benefits that you can tailor to suit your needs.

About The Role : Job TitleOperations Lead, AVP LocationJaipur, India Role Description Individual will provide daily support and guidance to staff within the department and will work closely with NCT (direct reportees), Associates, co-AVPs and Head, to address operational issues. Responsible for ensuring that day to day operations function smoothly and issues are resolved for teams. You will be responsible for transitioning of any new process from formulating strategy, hiring people, working with onshore, implementing strategic & tactical solutions. Other responsibilities include cross -training, succession planning, preparation of management reports, departmental initiatives, and interfacing with the different departments to ensure timely and accurate processing of all activities on daily basis within the given timelines. AVP would also be responsible for other activities like BCM, Audits, Transformation and people related initiatives etc. What we'll offer you As part of our flexible scheme, here are just some of the benefits that youll enjoy. Best in class leave policy. Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and above Your key responsibilities Effectively Manage a team size of up to 15-20 individuals. Managing Static data set up, background screening and maintenance requests. Reviewing workflows and operating procedures to ensure that they remain up to date and implementing process improvements. Reviewing daily benchmark reports (KPIs) for each of the process lines with the counterparts and working to improve the process. To build up process documentation, define benchmarks, capacity model, baseline volumes etc. for existing & newly transitioned processes. Team development and motivation through strong engagement models, effective employee communication and administering reward and recognition. Driving Process Improvement through innovation, and involvement of all. Conduct regular operational performance reviews and participate in monthly self-assessments. Effectively manage risk and foster a robust control environment. Building a strong mechanism to take care of volume peaks during peak season (If any) Ensure team morale and motivation is high through team building and regular interaction. Effective Delegation to direct reports. Grooming of Associates and NCTs. Your skills and experience Prior experience in Wealth Management Ops and Static Data / Client Onboarding/ Background screening is a must. Needs to be a self-starter with significant ability to undertake initiatives. Strong interpersonal / good negotiations skills are required, leadership skills will be essential for this role. Follow through skills, Effective communication skills, fluency in Microsoft Office skills, ability to confidently handle internal clients, futuristic and innovative approach will be expected. Ability and willingness to work in shifts is a must. Experience/Exposure Graduates with good academic records. Total experience 10 years Plus in same industry is a must. How we'll support you Training and development to help you excel in your career Coaching and support from experts in your team A culture of continuous learning to aid progression A range of flexible benefits that you can tailor to suit your needs About us and our teams Please visit our company website for further information: https://www.db.com/company/company.htm We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively. Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group. We welcome applications from all people and promote a positive, fair and inclusive work environment.

About The Role : Job Title Operations Team Leader Corporate TitleAssociate LocationBangalore, India Role Description The Associate is a First Level Manager who will be required to manage the day to day activities of the Reconciliation process. Would serve as a People Manager with a very strong Subject Matter Expertise to resolve queries from team members and resolving parties alike. Aided by a Process Supervisor, the Team Manager helps address the process issues faced by the team. Candidate would work very closely with the team members, AVP/VP, resolving parties and external custodians to keep the number and value of ageing Cash & Position breaks under control. What we'll offer you As part of our flexible scheme, here are just some of the benefits that youll enjoy, Best in class leave policy. Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and above Your key responsibilities Functional Responsibilities Have deep knowledge of the Reconciliation process and the associated Investment and Accounting Book of Records. An associated understanding of Swifts / internal feeds that enable the above. Ability to relate the Reconciliation to upstream and downstream functions. Appreciation of the impact of open Cash & Position breaks and ability to Investigate & Identify the Root Cause and henceforth assign the Cash & Positions break to the correct resolving party for further investigation & resolution. Analytical mindset to reduce the number and value of open breaks so as to minimize risk exposure Work effectively with internal functions such as Trade Processing , Reference Data, Corporate actions, Bookings, Tax etc. and with external Custodians for resolution of breaks. Support with small to medium sized process & functional change initiatives to improve efficiency & reduce risk. Other Responsibilities / Tasks Help the team members perform primary investigation on the Cash and Position breaks and manage their queries and escalations from the Front Office and Resolving Parties Be the first point of contact for process & functional issues faced by the team members and front office colleagues. Ensure proper back-ups created and assist other teams during contingencies (Staff shortage, high volumes etc) Driving Process Improvement through innovation Manage performance of the team members with a focus on their skill development. Perform regular performance reviews of staff as per Organizational guidelines. Your skills and experience Minimum work experience of 8 years with the last 4 years in a managerial role. Prior experience in Reconciliation of Cash & Positions across Investment and Accounting Book of Records against Custodians Preferably with an Asset Manager, Fund Accountant and / or a Custodian Good understanding of Aladdin and market data platforms like Bloomberg is a plus. Knowledge of Security and Trade Life Cycle of various financial products is a pre-requisite. A quality mindset with a Six Sigma / Lean background would be a plus Fluency in Microsoft Office skills specifically MS Excel & MS PowerPoint Should demonstrate solution drive approach & innovative thinking. Should be open to work in the required shift Strong people manager with proven track record of working with & developing people. Education / Certification Graduates/Masters with good academic records. Excellent communication & collaboration skills. How we'll support you Training and development to help you excel in your career. Coaching and support from experts in your team. A culture of continuous learning to aid progression. A range of flexible benefits that you can tailor to suit your needs. About us and our teams Please visit our company website for further information: https://www.db.com/company/company.htm

Role & responsibilities Lead the annual budgeting and forecasting processes. Collaborate with business stakeholders and drive business review meetings to provide consolidated view of forecast Conduct detailed financial analysis, including variance analysis and financial model Develop and maintain financial dashboards and key performance indicators (KPIs Managing business and compliance requirements within the given budget Support strategic initiatives by providing financial insights and recommendation Partner with senior management to develop long-term financial strategies and business plan Ensure compliance with all financial regulations and internal policies Manage and mentor a team of finance professional Identify opportunities for cost savings and efficiency improvement Implement financial controls and processes to enhance operational efficiency Experience & Skills Good communication/problem solving/analytical bent of mind. 2 - 7+ years experience in managing a similar role

Generate performance reports of sales team by using advanced Excel for data analysis and visualization. Conduct sales audits for improvements, recommend process enhancements, and leverage CRM expertise to analyze complex data and create insights. Required Candidate profile Strong proficiency in Advanced Excel (HLOOKUP, VLOOKUP) with ability to create complex formulas and functions. Excellent knowledge of google sheets, particularly Report Preparation on google sheets.

We are hiring for an Assistant Manager Operations with mandatory experience in UK Insurance (Life Insurance) . This role offers an exciting opportunity to lead operational excellence, ensure compliance, manage team performance, and drive process improvement within a dynamic insurance environment. Your Future Employer - A globally recognized organization offering world-class operations and customer service support for international insurance clients, fostering a culture of excellence, innovation, and continuous development. Responsibilities - 1. Managing day-to-day operations while ensuring client-defined service level metrics (SLAs) are being met. 2. Leading team scheduling, leave management, and transport coordination 3. Ensuring accurate and timely reporting of productivity and performance metrics 4. Conducting monthly appraisals, one-on-ones, confirmations, and maintaining employee records 5. Developing and managing incentive programs to boost team motivation 6. Driving at least one productivity initiative annually using LEAN or Six Sigma methodologies 7. Monitoring compliance and legal standards with a target of achieving zero defects 8. Handling daily issue logs related to operations, IT, QA, etc. 9. Ensuring team members are being punctual, utilizing leaves effectively, and following proper shift schedules 10. Escalating any incidents that may impact productivity to leadership Requirements - Graduation is mandatory for the role. Prior experience in UK Insurance either Pension or Retirement but Life Insurance (mandatory) Strong operational management, team leadership, and stakeholder coordination skills Experience in productivity tools, quality monitoring, and service excellence frameworks Exposure to LEAN or Six Sigma practices preferred What is in it for you - Opportunity to work with global insurance clients A fast-paced role with strong career progression potential Exposure to quality-focused operations and process improvement methodologies A collaborative and structured work culture Reach us: If you think this role is aligned with your career, kindly write to me along with your updated CV at vasu.joshi@crescendogroup.in for a confidential discussion on the role. Disclaimer: Crescendo Global specializes in senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging and memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Note: We receive a high volume of applications daily, so if you dont hear back from us within a week, please assume your profile was not shortlisted. Your patience is appreciated. Stay Alert: Scammers may misuse Crescendo Globals name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report any fraud immediately. Profile Keywords: Crescendo Global, Jobs in Bangalore, Assistant Manager Operations Jobs, UK Insurance Process Jobs, Life & Pensions operations Jobs, Life Insurance operations Jobs, Insurance BPO, Team Lead Insurance Jobs, SLA Management, Six Sigma in Insurance, Productivity Improvement Jobs

Job Title: Academic Manager (Operations) Location: Noida-62 (Work from Office) Experience: 4+ years in Academic Operations or Program Management Reports To: AVP Academics Employment Type: Full-Time Working Days: Monday to Saturday Working Time: 12:00 Noon to 9:00 PM Job Summary: We are looking for a dedicated and experienced Academic Manager to oversee the development, implementation, and enhancement of academic programs. The ideal candidate will ensure high-quality content delivery, faculty coordination, and student engagement while maintaining academic excellence and compliance with institutional guidelines. Key Responsibilities Academic Strategy & Program Development: Develop and implement academic policies, curriculum frameworks, and instructional strategies. Lead the development and delivery of tailored tutoring programs to meet the specific requirements of NAPLAN, IGCSE, and CBSE curricula; familiarity with IB is preferred. Research and incorporate innovative teaching methodologies to enhance learning outcomes. Ensure all academic programs adhere to the educational standards and compliance requirements of Australia, New Zealand, the Middle East countries and the US. Stay updated with changes in educational policies, curriculum guidelines, and assessment standards. Operations & Process Management Forecast staffing needs and ensure timely hiring and onboarding of academic staff. Design and implement scalable SOPs for academic and operations workflows. Ensure adherence to academic KPIs like session quality, attendance, student progress, and retention. Coordinate academic scheduling, session allocation, and resource planning. Faculty & Team Management: Lead and manage a team of Academic Leads, Tutors, and Operations Executives. Develop and oversee the tutor training program, ensuring tutors have the necessary skills and content knowledge. Conduct regular training sessions, workshops, and certification programs for tutors. Implement a structured process to evaluate session quality and tutor performance, providing constructive feedback and targeted improvement plans. Student Performance & Engagement: Monitor student progress and academic performance through assessments and feedback mechanisms. Implement initiatives to improve student engagement, retention, and success. Ensure strong student retention and high demo conversion rate by monitoring student engagement, learning outcomes, and tutor effectiveness. Customer Engagement and Support: Act as the primary point of contact for academic-related queries from parents and students. Engage with parents to understand their child's learning needs and provide tailored solutions. Ensure a high level of customer satisfaction through consistent academic quality and timely resolution of concerns. Education & Experience: Masters degree or higher in Education, Academic Administration, or a related field. Minimum 5 years of experience in academic management, curriculum development, or faculty coordination. Strong understanding of international educational standards, including NAPLAN , IGCSE , and CBSE ; exposure to IB is a plus. 58 years of experience in academic operations, preferably in EdTech or K-12. Skills & Competencies: Strong leadership and team management skills. Excellent communication, presentation, and interpersonal skills. Analytical mindset with problem-solving abilities. Proficiency in Learning Management Systems (LMS) and educational technologies. Ability to handle multiple tasks and work in a fast-paced environment. Why Join Us? Opportunity to shape academic programs and contribute to student success. Collaborative and innovative work culture. Career growth and learning opportunities in the education sector. How to Apply: To apply, please submit your resume and a cover letter detailing your qualifications and teaching experience to kirtika.sharma@ncreduservices.com . Only shortlisted candidates will be contacted for interviews. Regards, Kirtika Sharma 9599314292 Team Lead-HR & Operations

Roles and Responsibilities Manage employee engagement initiatives to improve morale, motivation, and productivity. Conduct regular performance reviews (PRP) and appraisals using our Performance Management System (PMS). Develop and implement effective HR policies, procedures, and processes to support business objectives. Collaborate with line managers to resolve employee grievances and conflicts in a fair and timely manner.

Role & responsibilities PMS Process Support: Assist in the coordination and execution of PMS activities, including goal setting, interim reviews, and final appraisals. Work with managers and employees to ensure consistent understanding and application of the PMS process. Development and Standardization: Collaborate with the HR head to refine and standardize the PMS framework across departments. Gather feedback from stakeholders to identify areas for improvement in the PMS process. Data Management and Reporting: Maintain accurate and updated records of performance data and appraisal outcomes. Generate reports on PMS activities, highlighting trends and areas requiring intervention. Employee Engagement and Communication: Act as a point of contact for employees and managers to address queries related to the PMS process. Organize training and awareness sessions to improve understanding and engagement with the PMS system. System Refinement and Continuous Improvement: Support the HR head in implementing process improvements and integrating best practices in performance management. Assist in piloting new initiatives or tools aimed at enhancing the PMS process. Stakeholder Coordination: Work closely with department heads to ensure alignment of individual goals with team and organizational objectives. Preferred candidate profile Preferred Skills: 1. Experience in supporting process development and refinement. 2. Familiarity with industry trends in performance management. Minimum Qualification Bachelors Degree in Human Resources, Business Administration, or a related field. Preferred Qualification MBA in HR or equivalent. Experience 3 to 5 years of experience in supporting performance management system or HR processes.

About The Role Customer Operations- - Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings - NIGHT SHIFT |Management Level- Leadership Specialisation- International BPO eClerx is looking to hire an experienced professional with over 10 years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing staff. He/she will determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, he/she must create a customer-centric organisation and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. In addition, the leader must demonstrate a capacity to transform, align, and energize organisation resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes. He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems. Customer Operations Process Manager Responsibilities Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews Prepares performance reports by collecting, analysing, and summarizing data and trends Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions. Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Minimum Qualifications Overall experience of 10+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications -Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations- - Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings - NIGHT SHIFT |Management Level- Leadership Specialisation- International BPO eClerx is looking to hire an experienced professional with over 10 years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing staff. He/she will determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, he/she must create a customer-centric organisation and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. In addition, the leader must demonstrate a capacity to transform, align, and energize organisation resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes. He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems. Customer Operations Process Manager Responsibilities Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews Prepares performance reports by collecting, analysing, and summarizing data and trends Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions. Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Minimum Qualifications Overall experience of 10+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications -Graduation in Computer Science, Computer Applications or related subjects

About The Role Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations ? Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness ? Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation ? Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations ? Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

About The Role Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations ? Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness ? Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation ? Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations ? Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

About The Role Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations ? Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness ? Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation ? Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations ? Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

About The Role Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations ? Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness ? Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation ? Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations ?

About The Role Role Purpose The purpose of this role is to develop minimum viable product (MVP) and comprehensive AI solutions that meet and exceed client’s expectations and add value to business. ? Do Manage the product/ solution development using the desired AI techniques Lead development and implementation of custom solutions through thoughtful use of modern AI technology Review and evaluate the use cases and decide whether a product can be developed to add business value Create the overall product development strategy and integrating with the larger interfaces Create AI models and framework and implement them to cater to a business problem Draft the desired user Interface and create AI models as per business problem Analyze technology environment and client requirements to define product solutions using AI framework/ architecture Implement the necessary security features as per product’s requirements Review the used case and see the latest AI that can be used in product’s development Identify problem areas and perform root cause analysis and provide relevant solutions to the problem Tracks industry and application trends and relates these to planning current and future AI needs Create and delegate work plans to the programming team for product development Interact with Holmes advisory board for knowledge sharing and best practices Responsible for developing and maintaining client relationships with the key strategic partners and decision makers Drive discussions and provide consultation around product design as per customer needs Participate in client interactions and gather insights regarding product development Interact with vertical delivery and business teams and provide and correct responses to RFP/ client requirements Assist in product’s demonstration and receive feedback from the client Design presentations for seminars, meetings and enclave primarily focused over product Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team ? Deliver No.Performance ParameterMeasure1.Continuous technical project management & deliveryAdoption of new technologies, IP creation, MVP creation, Number of patents filed, Research papers created2.Client CentricityNo. of automation done, On-Time Delivery, cost of delivery, optimal resource allocation3.Capability Building & Team Management% trained on new age skills, Team attrition %, Number of webinars conducted (internal/external) ? ? Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

About The Role Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations ? Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness ? Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation ? Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations ? Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

1. Handle 2nd level escalations and discuss, solve and support team with ongoing operations 2. Managing a team of Processors in customer driven environment 3. Ensure adherence to KPI and SLAs in delivery by performing sampling audit of the team on consistent basis covering every team member every week 4. Ensure attritions targets are not breached 5. Manage operations through end to end planning, metrics review and root cause analysis 6. Review overall staff performance and recommend About The Role Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ? Do Ensure process is executed as per the client contract Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes Prepare notes from the huddle meetings and share it with the team Prepare and share the performance data of the team with the client at the end of the shift Interact with the client and prepare note to share updates and changes with the team Review the performance on the key process metrices and conduct RCA to improve quality parameters Prepare presentation on weekly and monthly performance data for the manager to be shared with the client Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Be part of the discussion between manager and WFM team on forecast and number of agents required Organize fun hours on Friday for the team to promote team engagement Identify opportunities for automation within the account and share it with the manager Provide details and data to the automation team to support the automation initiative ? Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end ? Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues ? Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team 1. Handle 2nd level escalations and discuss, solve and support team with ongoing operations 2. Managing a team of Processors in customer driven environment 3. Ensure adherence to KPI and SLAs in delivery by performing sampling audit of the team on consistent basis covering every team member every week 4. Ensure attritions targets are not breached 5. Manage operations through end to end planning, metrics review and root cause analysis 6. Review overall staff performance and recommend

The Deputy General Manager (DGM) in the Learning and Knowledge Team will play a pivotal role in shaping and driving the learning strategy for the organization. The DGM will lead efforts to cultivate an outcome-based learning culture across 100+ clients, ensure the effective implementation of learning solutions, and support the continuous professional development of internal stakeholders. If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. If you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here. Your primary responsibilities include: Assist in Learning Strategy Development and Execution: Work on the annual learning strategy and drive its execution with the team. Foster a conscious and outcome-based learning culture across the organization and its 100+ clients. Client Consultation and Learning Solutions: Consult with clients to understand their learning requirements and desired outcomes. Design and execute tailored learning solutions, provide post-training support, and evaluate effectiveness. Knowledge Management: Collaborate with clients to perform gap analysis and implement a robust knowledge management process within their accounts. Facilitator Training and Development: Conduct Train-the-Trainer (TTT) sessions and groom new and aspiring facilitators. Coach facilitators to independently deliver sessions effectively. Reskilling and Transition Support: Support the reskilling of resources in accounts that are ramping down to help place them internally. Assist transitioning accounts during the Pre-Knowledge Transfer (KT) phase with the skills required to shorten the learning curve. Content Creation: Develop content for customized and generic training sessions. Create digital learning content using rapid authoring tools such as Articulate 360 and Adobe Captivate. Leadership and Client Engagement: Periodically present learning updates in leadership forums. Participate in potential client visits to showcase training capabilities. People Management: Support the professional development of the team through continuous learning and upskilling opportunities. Ensure alignment of individual, team, and organizational objectives. Conduct regular performance reviews and provide constructive feedback to team members. Partake and drive various learning engagements driven at a business unit/organizational level. Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Minimum 15 years of experience in training or operations management (preferably in ITES / BPO / HR / F&A domains) with at least 10 years in the training function Bachelor’s degree in Training, Education, Human Resources, or a relevant field. Fluent communication skills at a professional level Facilitation skills Content development expertise Experience as a learning consultant. Ability to drive outcome-based learning. Experience conducting Training Needs Analysis (TNA) and Training Needs Identification (TNI) Proficiency in MS Office tools Strong organizational and decision-making skills. Ability to work in a team. Ability to manage and handle multiple tasks. Outstanding critical thinking and problem-solving skills. Attention to detail. Experience in building rapport and collaborating with internal & external stakeholders. Preferred technical and professional experience Experience in implementing a knowledge management framework Master Trainer certification Instructional Design Certification Experience using e-learning authoring tools like Camtasia/Adobe Captivate/Articulate Storyline